A
summary of time limits for rendering service to consumers in
categories of complaint 1 to 9 are as follows:

Sl.No.

Type
of Service

Time
Limit for rendering the service

Compensation
for not rendering service in time

1.

Low
voltage

15 days in case of no
expansion/upgradation of the network is involved, 120
days in case of upto 11 KV and 180 days in case of
upto 33 KV, and in case due to transmission network,
intimate to the consumer within 7 days about such
reasons.

Rs.200/- in each case of
default where no expansion of network is involved.
(Automatic) and Rs.500/- in each case of default where
upgradation of distribution network is involved.
(Automatic)

Interruption
in power supply due to scheduled outages shall be
notified at least 24 hrs. in advance and shall not
exceed 12 hrs. in a day. The supply shall be restored
by 6.00 P.M. during summer and 5 P.M. during winter.

Rs.200/-
to each affected consumer (to be claimed)

4.

Metering
problems
a) Meter supplied by (The name of the Licensee)

(i)
CESU shall check the correctness of the meter within 7
working days of receiving complaint, and shall replace
the same within 30 days of receipt of the complaint if
the meter belongs to the licensee/meter is burnt due
to causes not attributable to the consumer.

(ii) If the meter is burnt due
to causes attributable to the consumer, replace the meter
within 15 days of receiving the cost of the meter, if
licensee’s meter.

(iii)If the meter is slow, creeping or
stuck up due to no fault of the consumer, replace the
meter within 15 days of receiving the cost of the
meter, if licensee’s meter.

Rs.100/-
in each case of default. (to be claimed)

Rs.200/-
in each case of default. (Automatic)

Rs.100/-
in each case of default. (Automatic)

b)
Meter supplied by Consumer

The
consumer shall replace the meter in case of defects or
loss being noticed within a period of 30 working days.
Engineer is required to advise the
consumer suitable for testing/repair/replacement
within 7 working days of noticing the defect.

Meter testing, if so desired by the consumer in The
licensee’s testing laboratory, is to be done within
15 days of deposit of fees by the consumer. Failure to
rectify or replace the meter within above period shall
result in disconnection after 7 clear days notice to
the consumer.

If
delay is anticipated in replacement of defective/burnt
meters due to non-availability of the meters with the
licensee, the consumer may procure meters of one or
the other makes approved by theCommissionand
also produce the purchase bill to the designated
officers of the licensee. The consumer may also hand
over the meter procured by him to the designated
officer who will acknowledge the receipt of meter and
arrange for testing, calibration and sealing of meter.

a)
Low Tension (including Agriculture) Within 3 days of
receipt of application, 3 clear days notice for
inspection of premises & fixation of point of
supply.

b) Low tension (including Agriculture) estimated cost
& security deposit charges to be intimated within
one week after the point of supply is settled.

For H.T. Supply up to 33 kV & EHT:-

a)(i)Responding whether the connections
feasible or not within 21 days.

(ii)Within
60 working days of notifying feasibility of supply
intimate the consumer estimate charges and time
required for providing the new connection etc.

b)
EHT within 30 working days intimate consumer regarding
feasibility.

c)
Total connections provided within the estimated timeafter deposit of estimated charges submission
of test reports by consumers.

Where no extension ofdistribution main or commissioning of new
substation is required for effecting power supply, the
CESUshall give supply within one month after receipt
of the application.

Where power supply requires
extension of distribution mains but no requirement
erecting and commissioning a new 33/11kv substation,
the time frame within which supply of electricity is
to be provided from date of payment of required
Security Deposit is as under.

i. Low tension (including agriculture) within
30 days.

ii.H.T. (11kv) within 60 days

iii. H.T. (33kv) within 90days.

Rs.100/-
for each day of default (Automatic)

Rs.100/- for
each day of default (to be claimed)

Rs.500/-
for each day of default (to be claimed) Rs.500/-
for each day of default (Automatic)

8.

Transfer
of ownership & conversion of services

a)
Title transfer of ownership

a)a) 15 days from receipt of application along
withrequisite
fee and documents.

Rs.100/-
for each day of default (Automatic)b)

b)
Change of category

c)b)15
days from receipt of application.

Rs.100/-
for each day of default (Automatic)d)

c) Conversion ofLT
single phase to LT 3 phase and vice versa.

e)c) 30 days from the date of payment of
necessary charges by the consumer.

Rs.200/-
for each day of default (Automatic)f)

d)
Conversion from LT to 11 kv and vice version.

g)d)60
days from the date of payment of necessary charges by
the consumer.

Rs.200/-
for each day of default (Automatic)h)

e)
Conversion from LT to 33kv and vice versa.

i)e) 90 days from the date of payment of
necessary charges by the consumer.

j)

9.

Any
other

k)CComplying
to the statutory requirement, within a reasonable
time, depending on the nature of the complaint.

4. Procedure

4.1Registration of Complaint

All
complaints shall be registered in the Complaint Register at
every fuse call centre as in Proforma at Annexure-1. Annual
inspection of the same may be carried out by the Commission to
verify that the above are maintained. In case of written
complaints receipt should be issued as per proforma for
registration. Any consumer can inspect the Complaint Register

4.2 Interactive
Voice Recording Statement (IVRS)

With
regard to lodging of complaints in Fuse Call Centres mechanism
may be installed for automatic registration for eg. through
Interactive Voice Recording Statement (IVRS).

4.3 Complaint Tracking System

A
complaint number should be provided and the consumer should be
able to track the status of his complaint under that
reference. Later on complaint tracking can be done through the
website by further upgrading the system.

4.4Call Centre

Call
Centre with Customer Relations Management software for
utilities may be adopted by the CESUas a long term solution.

In case of poor voltage of power supply, the complaint should
be lodged in Licensee's Fuse Call Centre or at any of the
centralised complaint centres of the area giving name,
address, consumer number of the complainant along with brief
description of the problem faced. The complaint can be lodged
either in writing or over telephone. The CESUshall intimate a
complaint number after registering the complaint in every
case. In the event of non-response or inadequate response by
the Fuse Call Centre or in the centralised complaint centre
within twenty four hrs. of lodging the complaint, consumers
may lodge complaint with the SDO of the area for the redressal
of the grievance. The complaint should be lodged with the SDO
in writing in the format at Annexure-I. The
receipt of the complaint shall be acknowledged by the SDO who
shall resolve the complaint within a maximum period of fifteen
days of receipt of complaint in case of low voltage due to
local problem and 120 days/180days for 11 kV or 33 kV system
due to deficiency in the system requiring upgradation of
distribution lines, transformers or installation of
capacitors. If it is
beyond its control (i.e, due to transmission system) the
CESUshall intimate the consumer of such reason within 7 days. Complaint to
next higher level is to be made in Annexure-V format.

In
case of failure of power supply or interruption of power
supply, consumer may lodge a complaint in Licensee's Fuse Call
Centre of the area or any of centralised complaint centres
giving the details of name, address, consumer number and brief
description of the complaint. Consumer may lodge the complaint
either in writing or over telephone. The Licensee's Fuse Call
Centre or centralised complaint centre shall register the
complaint and shall intimate a complaint number in every case.

With
regard to lodging of complaints in Fuse Call Centres mechanism
may be installed for automatic registration for eg. through
Interactive Voice Recording Statement as practiced by BSNL. A
complaint number should be provided and consumer should be
able to track status of his complaint under that reference.
Later on complaint tracking can be done through the website by
further upgrading the system. In case of written complaints
receipt should be issued as per proforma for registration.

In
the event of non-response or inadequate response by Licensee's
Fuse Call Centre or any centralised complaint centre within
four hrs., consumer may lodge complaint with the J.E. in
charge of the area. The complaint to the J.E. should be made
either in writing or by telephone, J.E. will register the
complaint and intimate the complaint No. in every case the
same day. The J.E. will rectify the fault within the time
prescribed at item-2 of Clause 3 above. In case the complaint
is not rectified within the stipulated period, consumer can
lodge a complaint to the S.D.O. of the area in the format at
Annexure-I in duplicate. The SDO shall acknowledge the
complaint the same day. In case the complaint is not resolved
within seven days by the SDO, consumer can complain to the
officer of next higher level i.e. head of electricity supply
division who will acknowledge the complaint the same day and
resolve the complaint within seven days. Complaint to next
higher level is to be made in Annexure-V format.

In
case of frequent load shedding or scheduled shutdown
(excluding statutory power cuts), more than 12 hrs. on any
day, consumer can lodge the complaint in duplicate in the
format given at Annexure-I,
with the Executive Engineer of the concerned area. The
Executive Engineer shall acknowledge the receipt of such
complaints and arrange within 72 hours to prevent such
recurrence. Complaint to next higher level is to be made in
Annexure-V format.

Sl.No.

Category
of consumers

Where
to lodge complaint

Next
higher level

(1)

(2)

(3)

(4)

1.

All

Executive
Engineer

Superintending
Engineer

4.8Metering problems

On
noticing improper functioning of the energy meter, consumer
may lodge a complaint with the SDO of the area for 1 phase and
Executive Engineer of the area for 3 phase in the format at
Annexure- III in duplicate. The office of the SDO/Executive
Engineer shall acknowledge the receipt of the complaint.
Prescribed time limits for compliance are as per item 2 of
Clause 3 above.

Complaint in respect
of non-receipt of energy bills/receipt of erroneous bills
shall be lodged by the consumer or by his authorized
representative in writing, in duplicate in the proforma at
Annexure-II with the SDO, Distribution / Assistant Manager
(Commercial) of the area for domestic/commercial category and
to E.E. for all other categories. Receipt of the complaint
shall be acknowledged in all cases. In the event of dispute in
the billed amount, the consumer may lodge a complaint before
the designated officer and pay average of last 6 months
consumption or billed amount whichever is less within the due
date pending settlement of the dispute. The CESUshall resolve
the dispute and communicate its decision with reasons to the
consumers within a maximum period of 1 month, failing which
the consumer can make a complaint to the officer mentioned at
Col. No.3 in Table-1 below. If adequate response is not
received within 7 days in case of domestic and commercial
consumers and 15 days in all other cases, he may approach the
next higher level (Col.4) indicated in the said table.

Table
- 1

Sl.No.

Category
of consumers

Where
to lodge complaint

Next
higher level

(1)

(2)

(3)

(4)

1.

Domestic/Commercial

S.D.O.
Distribution/Asst. Manager (Commerce) of the area

Executive
Engineer

2.

All
other categories

Executive
Engineer

Superintending
Engineer

The complaint may be made by the consumer or his
authorized representative in writing in duplicate in the
prescribed form at Annex-V.

Receipt
of the complaint shall be acknowledged in all cases.

4.10Disconnection and reconnection of power supply

The consumer may lodge the complaint in
respect of disconnection and reconnection of power supply with
the officers mentioned in column 2 of the Table-2. The
complaint may be made by him or his authorized representative
in duplicate in the format given at Annexure-II. Receipt of
the complaint shall be acknowledged by the CESUand the
complaint shall be resolved within 4 working hours of receipt
of the proof of payment.

Table
- 2

Sl.No.

Category
of Consumers

Where
to lodge complaint

(1)

(2)

(3)

1.

Domestic/Commercial

Executive
Engineer

2.

All
other categories

Superintending
Engineer

Complaint
to the next higher level is to be made in Annexure-V format.

When
the consumer does not get proper response within the time
limit prescribed in the Orissa Electricity Regulatory
Commission Distribution (Condition of Supply) Code, 2004 as
enumerated at item 7 of clause-3, he may lodge a complaint
with the official mentioned at column 3 of Table-3. If he does
not get adequate response from the said officer within seven
working days, he may contact the next higher officer mentioned
at column 4 of Table-3. His complaint should be lodged in
writing in the proforma at Annexure-IV.

Table
- 3

Sl.
No.

Type
of new connections

Where
to 1odge complaint

Next
higher 1eve1 for complaint

(1)

(2)

(3)

(4)

1.

For
domestic & commercial category of consumers and
for loads upto 5KW for other category of consumers

Sub-Divisional
Officer, who will forward the complaint with action
taken report to E.E within 7 working days with his
comments.

E.E.

2.

For
loads more than 5 KW for all category of consumers
other than domestic and commercial.

Executive
Engineer, who will forward the complaint with action
taken report to S.E. within 7 working days with his
comments.

S.E

Complaint to the next higher
level is to be made in Annexure-V format.

4.12Transfer of ownership and conversion of services

When
the consumer does get proper response within the time limit
prescribed in the OERC Distribution (Conditions of Supply)
Code, 2004, he may lodge a complaint with the official
mentioned at Col.3 of Table-4 below. If he does not get
adequate response from the said officer within 7 working days
he may contact the next higher officer mentioned at Col.4 of
Table-4. His complaint should be lodged in writing in the
proforma at Annexure-IV.

Table - 4

Sl. No.

Type of new connections

Where to 1odge complaint

Next higher 1eve1 for complaint

(1)

(2)

(3)

(4)

1.

Domestic/General
Purpose

Sub-Divisional
Officer, who will forward the complaint with action
taken report to Executive Engineer within 7 working days
with his comments.

Executive Engineer

2.

All
other category

Executive
Engineer, who will forward the complaint with action
taken report to Superintending Engineer within 7 working
days with his comments.

Superintending Engineer

Complaint
to the next higher level is to be made in Annexure-V format.

4.13Any other complaint

For any other complaint, the consumer may approach the Executive Engineer
of the area in writing with acknowledgment due. The Executive
Engineer shall resolve the complaint within a reasonable time
complying to the statutory requirements.If the consumer is aggrieved by the action/lack of
action of the Executive Engineer, he may lodge complaint in
writing with acknowledgment due before the Superintending
Engineer of the area, who shall resolve the complaint within a
reasonable time complying to the statutory requirements.

5.Complaint before the Grievance Redressal Forum (GRF)

A
complainant aggrieved by any action or lack of action by the
Engineer under the OERC Distribution (Conditions of Supply)
Code, 2004/OERC (Licensee’s Standards of Performance)
Regulations, 2004/the provisions of this Complaint Handling
Procedure, may file a complaint before the concerned GRF for
redressal of his grievances after expiry of 15 days from the
time limit fixed by the licensee. The said complaint shall be
in writing and the GRF may not insist any format for such
filing. At present, the GRFs are working in the following
areas with the area of jurisdiction as detailed below:

Table -5

GRIEVANCE REDRESSAL FORUM

SL.
NO

Name of the Forum

Place

Telephone No.

Area of Jurisdiction

1

GRF,Bhubaneswar

BHUBANESWAR

Plot No-363,Saheed Nagar, Bhubaneswar

0674-2545686

Area
under Electrical Circle No.I and under Puri E
lectrical Division,Puri.

Area under Electrical Circle
No.II,Bhubaneswar except that
under Puri Electrical
Division,Puri.

*The licensee should incorporate the details of the GRF in its
area at Table 5 above.

The GRF shall decide the complaint expeditiously and shall
communicate its decision to the Complainant within a period
not exceeding 45 days of receipt of the complaint.

6.Complaint before the Ombudsman

Any
consumer aggrieved by the non-redressal of the grievance by
the Forum, may make a representation to the Ombudsman within
30 days from the date of the decision of the Forum or within
30 days from the date of expiry of the period within which the
Forum was required to take decision and communicate the same
to the complainant.

Provided
that the Ombudsman may entertain consumer representations,
after expiry of the said period of thirty days if the
Ombudsman is satisfied that there was sufficient cause for not
filing it within that period.

7.Compliance to GRF & Ombudsman’s direction

The
Engineer/field office of the CESUshall duly comply to the
directions/orders of the GRF & Ombudsman.

8.Weekly Grievances Day

All
field officials of the CESUshall observe a weekly grievances
day with prior notification in public media, on which the
consumer grievances will be heard and disposed of.

PROFORMA FOR LODGING
COMPLAINT ON BILLS, DISCONNECTION AND RECONNECTION OF POWER
SUPPLY

Part - A

CESUCopy

Please complete Part - A and C of this form and
hand it over to the Sub-Divisional Officer who will give your
complaint a reference no. and a target date for resolving the
complaint before signing and returning Part-C to you.

Complaint Reference No.:_______(To be given by
Licensee) Date_____

Consumer No. ___________ Consumer Name &
Address_______________

Details of complaint
___________________________________

Consumer
Signature___________________________________

Date of complaint
received______________________________

Target date to
resolve__________________________________

Part - B

For Licensee's Use Only

J.E assigned to investigate Date ________

Verification report of findings to be submitted
on or before Date ________

J.A assigned to investigate Date ________

Report of findings after ledger verification to
be submitted, on or before Date ________

Date report received from Junior Engineer by
SDO(C) Date _______

Date report received from Junior Accountant by
SDO(C) Date ________

Action taken by SDO(C)_______________________________________________________